What do you like best?
I was introduced to Vtiger over 8 years ago, the free version, and left that company. When I started at this company we were using another CRM which was just a drag. We then compared several different options and eventually settled for CRM on Demand from Vtiger.
CRM was just a database tool when we started it, and just short of 2 years later it has become the only tool in all our departments, even replacing several google sheets and physical paper systems we were using.
Vtiger now offers us a single point of view of our clients, their details, all documents related to that client, who the agent is that brought us that client, the revenue and cost of each client, either from the start or over designated period, profitibility of clients in region, notifications for upgrades, follow ups, clients visits, amount of visits to client, from a targets points of view we can see where we are with our targets any day of the month, and our pipeline.
All our support cases is handled on Vtiger, projects, sales, which allows us to report on absolutely anything of any client. When I sit infront of a client I can pull of their entire history, from support cases, to sales, support, billing, the implementation of their project, including time lines.
This is by far the most important tool and has saved me hours upon hours of excel / sheet reporting, with considerably more accurate information. Information is accurately shared across several departments, which has saved us alot of time across all the departments.
What do you dislike?
One thing I would like to see is the ability to report across more modules.
There has been a few limitations, which I have mostly been able to get around. I have not kept record of this, as mostly I have found a way around it.
The limit on workflows is a downside for us, we will be upgrading to accommodate more workflows as we will be adding one of our other offices in another city, then we will need considerably more workflows to accommodate them as well.
Recommendations to others considering the product
We used an external consultant at first, who didnt understand Vtiger as well as we do now, nor did he understand our business that well, which delayed full implementation of VT. If you are using an external consultant, make sure they are well educated with Vtiger and understand business processes, and make sure you have them on retainer so that they can do what you need them to when you need them to do it.
If they dont fulfill your requirements, make sure you speak to Vtiger, their support is fantastic and has never disappointed me.
What business problems are you solving with the product? What benefits have you realized?
Client Database that is accurate, shared across all departments.
Accurate Sales Pipeline Reporting (we have 3 revenue streams, which makes reporting tough)
Central point of contact for all clients support cases
Project Plans for every installation is all captured on Vtiger.
All Contracts and Services is loaded on Vtiger, which means any clients contract terms, revenue and remaining period can be seen all at a glance.
There is not a single piece of information not available to us on every client, at any point. Access to detailed information of every client within geographic locations is a big win for us.